hms-home-warranty Reviews
Household Services

HMS Home Warranty

1.2/5 - based on 400 reviews

HMS Home Warranty Overview

HMS Home Warranty has a 1.2-star rating, derived from feedback provided by 400 customers. In the Household Services category, it secures the 5th position out of 499 companies.


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HMS Home Warranty Reviews


Worst service provider ever! stay as far away as possible from these rip off cinch trade name they go by now!

create multiple trip fees and totally inconvenience the client. Horrible company! save you money and look elsewhere for a home warranty. They suck!


Terrible customer service and not doing what they are supposed to

We havent had AC for over a week now and sweating to death in the summer heat. My AC unit is 27 years old and we have had our policy for almost two years. We bought the premium package so we would have the best coverage for when the unit finally broke. As soon as the unit broke, I called and they sent the repair man out the next day. He said the unit was old and called it a rust bucket. He told the warranty company that we needed a new unit. Too old to fix. The warranty company is disagreeing with their own repair guy and claim all I need are replacement parts but since the unit is so old, I am responsible for the rest of the parts in order to upgrade the whole unit to brand new. Some of the parts that they say I have to pay for are things that my policy covers. Its obvious that I need a whole unit, and thats why I was encouraged by my realtor to purchase the warranty when I bought the house. Ive paid the warranty policy on time every month for almost two years and not when its the middle of summer, I need a new unit but the warranty company wont pay to replace the unit. Only to replace parts and I have to pay for all the extra upgraded parts. That is just bad business and a scam for homeowners. When I needed them the most, they wont pay what they should and its impossible to speak to anyone in customer service that I can understand. Ive called countless times and been transferred to numerous departments but no one will help me. They have agreed that those are covered items on my policy but its somehow not covered because my 27 year old rust bucket just needs some parts replaced and I have to pay for all the others parts so it can be upgraded to a new unit. This is soooo frustrating!!!


A bad company

after waiting over a week for tech to check why air is not working, waited a month then found out that they had denied the claim. I tried to reach this company on a daily basis for 3 weeks, never got anyone. then was told by another person that the claim was still pending, but the service person stated claim denied due to lack of maintanence and new policy just bought the home. had to go round about why to talk to a person and she confirmed that it was denied. spoke to claims who said parts were still on order after a month. then today got an confirmation that my service had been completed. DO NOT waste your money.


They sent out poor plumbers who could not find a leak although there was water on the floor

The plumbers were there four times until the leak was fixed. Then, without notice they cancelled my contract saying I was tooo expensive for them.


Sent plumber, paid deductible for service they later say is not covered

I submitted a claim when my kitchen faucet sprayer stopped working. HMS referred a plumber, he came and charged me the $100 deductible, and when I called several days later, they said faucets are not covered under warranty.Claim was for the kitchen faucet and they should not have sent a plumber and charged me if faucets aren't covered. Asked for a refund and getting the runaround.


Denied claim

I am a Realtor, I recommended this company for the home warranty and it was purchased for the new buyer. They have been in their new home since 3-4-2020 and just recently the furnace isn't working right. It kicks off all the time and won't run. They had a technician come out who said it needed replaced something to do with the heat exchange. They denied and said it was a pre-existing condition. The technician said it wasn't because there wasn't enough soot to be pre-existing. They still denied. My client is going to go to litigation with the problem. Myself as a Realtor has to rely on the services that we have available but I can tell you that myself and our office will never refer this company again. This family has 6 children and should not have to be out the expense for a new furnace when it should be covered. This is not the first denied claim that has went through properties that I have sold.


Am not getting the service I need and have paid for.

Aeshliman plumbing has not gotten back to me to set up and appointment. Were ending the fourth day since the plumbing problem. I need them to call or give me another plumber to use or several to choose from.


Find Another Provider!!!!

Worst home warranty experience in my life. Purchased as part of our new home purchase. Made a claim for a fireplace that would not ignite - denied. Then a refrigerator stopped working. Paid $100 for the technician visit, concluding the issue was due to mechanical breakdown of the insulation and not fixable. HMS denied the claim stating terms did not cover damage due to rust, we appealed with technician clarification that the rust was a result of the failure, not the cause. No help - on appeal, we were told they only covered damage due to mechanical issues from normal usage. We explained that this was exactly that. We were told that mechanical issues are the ones with wires coming out. Seriously? We commented that wires are electrical not mechanical, and that insulation failure was mechanical. No help - claim denied. We have concluded that HMS is a sham operation that will find any excuse to deny a claim, regardless of how legitimate. We are out the $500 paid for the HMS warranty, plus the $2500 it will cost for a new refrigerator that should be covered. Avoid dealing with this company at all cost. Google home warranty companies and you can fine dozens with better ratings- I wish I had, rather than take the realtors suggestion. The only reason this 1 star is that lower ratings are not a choice.


Do not buy this warranty service

I've called hms warranty about three times for three different problems. 2 were not fixed. The other was slightly fixed , but at the same time made much much worse. Had them out to fix power issue to refrigerator and in the process of moving the refrigerator a water line was broke nothing was said or done about this. One week later I have a huge leak in my basement.


Absolutely not customer friendly

Due to wear and tear the sump pump failed on a Sunday in the evening and caused flooding in my basement in 10 degree weather. I had to get the pump replaced timely so as not to cause further damage. This company refused to cover the replacement of a warranty covered component because I didn't have the time available for their service to send their technician to perform the repair. Poor level of service.


They dont pay their claims

Working with them for two years for payment on Garbage disposal and my stove. Absolutely ridiculous. DO NOT BUY THEIR Service or you waste your money



I have had my HVAC not working since Late May/early June 2019. It has been 8 months and this warranty company has done all but have my issue fixed. They keep sending people out, they come back saying it just needs replaced. The warranty company is refusing to replace. For the entire month of June, here in NC 90 weather, me and my two young children sat without AC. I kept calling in and kept getting the runaround. FINALLY, a call center person with ethics and morals told me since Im in what's considered an emergency situation due to the time its taken and the heat index, I could go out of network as long as the HVAC company is licensed and insured. I did. Within 24 hrs they had an issue fixed, so I could get cold air for my children. They told me itll need replaced, the fix is probably temporary. Come early October, sure enough, its out again. HMS sent out Sears told it needs to be replaced. HMS sent out another tech said it needs replaced. Meanwhile, they refused to reimburse me for the out-of-network tech. Flat out calling me a liar! Telling me we have no record of an agent telling you, you could go out of network. Now, they are not even replying to my emails. At this point I am seeking legal counsel. They are not doing as contracted. They are a disgusting company with zero honestly, ethics, or standards.


Resolved: Stay Away

Updated by user Nov 22, 2019
Replacement item and check were sent

Original review Nov 22, 2019
I have used them for two years and during that time my stove broke and they promised replacement; to date I still have not received my stove or compensation. Also, They approved replacing my GArbage disposal a year ago and I am still waiting for the replacement. We should get a lawsuit against them as I see so many complaints about them online and they like to hang up on you so don't even try calling. Now I hear they are changing their name. Probaly same copany just trying to hide form all the bad reviews.


Resolved: Terrible experience- still ongoing

Updated by user Nov 17, 2019
The refrigerator was finally fixed- took over 2 months - $spent with eating out everyday and the frustration made it far less than a good experience but they did finish the job eventually- I would still have preferred to keep my $600 and just buy a new one than go through that again

Updated by user Oct 18, 2019
today 10/18/19 there was supposed to be someone out to try to repair again- never showed and sounds like they haven't even figured out how they can make the parts they have work- what was ordered didn't fit - so now another appointment for 10/26 for them to look at it again to see if they think it can be fixed and then a few more trips to try to make it work is my guess- I honestly don't expect to have a working Fridge before thanksgiving at this point- I have never seen a company willing to spend what is obviously more than a replacement Fridge would have cost to try to fix one- I certainly wouldn't be investing in this company as their business model is very poor- they seem to think they will save $ by spending months to fix something - at any cost- rather than replace it - even if replacement is the cheaper route- poor product, poor customer service, poor contact information, poor conflict resolution- My advice- skip the home warranty or find a better company to get one with.

Original review Oct 18, 2019
I reported my refrigerator was not working on 8/24/19 - after 4 scheduled visits and 3 times showing up it's now 10/2/19 and it still doesn't work. They have authorized repairs that are approaching $1000 and I still have no functioning refrigerator and have to wait to try to repair again 10/10/19 - if that doesn't fix it I don't know what to do - I have spent more $ having to eat out every day that I'd been better off not having the warranty and had just saved the $500 for the policy and bought a new refrigerator. Almost impossible to reach anyone to help with the situation - website is very basic with no contact information other than to call the # you reported the issue at first and they never get back to you. My advice - steer clear of this business - Oh and there is also $100 deductible so if you pay that first visit and they don't fix it for months you are either out an extra $100 and then buy a new appliance or you are stuck waiting months - so if I choose to get a new one because I'm tired of waiting it cost me $500 for the policy and another $100 because I bought that policy - so I'd rather have the $600 I'm out and have had a new refrigerator in a day or 2- F+ for the service they provide - couldn't imagine if it was a water heater or furnace that had been out this long...


Dont waster your money

Updated by user Sep 11, 2019
After a long fight and being told nothing else I could do, I contacted the real estate company I purchased my home through and also got a hold of the person responsible for getting this agency connected to the real estate company. They reached out and then it happened...

Original review Aug 12, 2019
HMS is without a doubt the worst of the worst. I have been dealing with them for 3 weeks now and still they proceed to amaze me on their idea of fair is. Just bought a house and the dishwasher has never worked right, call and with a lot of trouble they have decided to replace my Whirlpool 6 cycle washer with a GE 5 Cycle with knobs to say the least, all are saying they replace things with comparable items, so not true. truth is they replace items with items that can perform the wash and dry part regardless of make model or functions, example we will give you a Toyota base model for a BMW fully loaded. Then if you do take the money it will cost you 100 for the install part and that will leave 200 for the new washer of your choice or you can pay and add to it to get the one close to what you have. I will attach the letter I wrote as well. So many issue's and not I'm not talking about the small stuff. Fair is fair and when asked is the decision subjective the Manager would not answer the question. I would like to start off by saying we just purchased a new home and with it came your warranty for Home Repair and such. Shortly after moving in we noticed the dishwasher was not working correctly and as a result we reached out to your company for repair. I received a vm message that said someone would be reaching out to me within the next 48 hrs. I should also receive a email with instructions for service. Issue one: I did not receive this nor did anyone reach back out to me. Then I called back and got a pre recorded option where I did get some information on who was doing the repair. I was told that on a Friday between 1 and 5 someone from the repair company would be out. I did however have to call and confirm appointment. Issue two: Although I made several attempts no one picked up the phone and I got only a recording saying they were busy at this time and could not take my call, call back later ("you can not leave a message on this line, per recording"). I then call back to your company and could not find an option that would help me other than we sent you a link about you claim. Issue three: I called back again and figured I would try saying representative to see if that got me to a person. If fact it did work. and the person was kind and after I explained this issue to him he said no problem we will assign a different company to come out and he gave me the number. I then called that number and got someone who set the appointment and confirmed it. They came out and the repair man said it was going to be around 800 to fix and that did not include labor, so they will be wanting to just replace it more than likely. He said he would get the information in and it should be sent over to you all within a few days and I should be getting a call. He also explained that they do not do installs so the people putting it in will probably be someone else. I waited and then reached out and was told that he would put me through to the people who would be doing the repair. I was on hold with sears appliance repair services for 20 mins to be told that they had no idea on any repairs for me. Issue Four: I called back to be told that according to the notes I have to get a message and respond saying I wanted the washer or the money instead to move forward and that he was going to send a message seeing what the hold up was because your system showed all notes had been made. He went over everything and we found that per the repairs man that was at my home saying it was a 6 cycle and me seeing the front on my dish washer showing and saying it is a 6 cycle that the notes were wrong in your system. He then informed me he would make the notes so that when the comparison was done they would do a six cycle and a 5 cycle. I called back because I had not heard anything on the comparison and was they just got it the day before and was in process please allow 1 to 5 days. I then said ok... Now it's Saturday 8/10 and I get a email saying that I could take $390 or Dishwasher Model GSD3360KSS, I looked up this and now Issue Five: The dish washer I have is a Whirlpool and when new was rated 4.5 out of 5. This replacement is rated 3 out of 5. The dish washer I have is a 6 cycle and the replacement is a 5 cycle. This is not acceptable The dish washer I have is all push button. The suggested replacement is *** and some push button options. This is clearly not comparable in many ways. I have already had to come to the understanding I am not getting a whirlpool, where as it is clear the GE brand is not as good as the whirlpool but to give me 5 cycles and knobs as well when mine is a 6 cycle and push button control this is not comparable and is very subjective to whom ever is doing the research. I would challenge the person that did this and say he or she did not research nor did they correctly suggest comparable unit to me. Your service is not free and I paid for it. I have had nothing but issues through this entire process and I am reaching out to you to ask that you make this right. I have replied to the email with the approval of the dishwasher recommended but after I did the research on it and found the above given information. Yes if you do nothing and this is my only option I will take it, However social media, news stations and other media relations will hear about this including the BBB, Not limited to a discussion with potentially a attorney . Keep in mind I don't want to go this direction and nor am I threating the company. I am just asking for this to be made right. Oh yea I am a "VET" and the VA would be another option as well for me and that is an corporate account. I am just the type of person to work off of ethics and doing what is right and considering all that I have gone through this needs to be made right. This should be sent to Management at all levels, I would love to give your company in the future ways to improve your level of customer service. Fee free to reach out to me. I have had your own people tell me that upper level management never hears these issues and most are ignored and hidden under the rug, so please prove your own employee wrong and re assure me the quality of this company. I was told at the end that I would not have a choice if I didn't take it within the 15 days and so I had no choice but to take a cheap dishwasher to replace the one I have. I will never use them again and will let the world know what a cheap, rip off, scam of a company HMS is really. They will only tell you it is your choice to take the money or take what they offer, the choice is mine... so mad and sad I would love to get a class action law suite against them, they are scamming people...…


Worst Warranty and Customer Service - RUN!!!!!!

The first week of July our AC Unit stopped working. We contacted HMS to open our first claim. The company they provided us to work with had a phone number with a voicemail box that was full. They never answered, their voicemail did not have details about the company such as hours, etc. My husband and I sent a text to the phone number with the details of our claim. After multiple texts to the phone number, we finally received a phone call back. On the day of our appointment – Monday, 7/15 8-12 we get a call at 11:30 that he can’t make it until around 2:30. After he reviews our unit, he determines that he was just some cleaning, installs a trap, removes some water that had dripped f from the unit and $492 later is on his way. It doesn’t fall under the warranty. He tells my husband that it’s the hottest summer ever and if we can get our home 20 degrees lower than what it is outside, we are in good shape. After a week of 80+ degrees inside my house, I began knocking on my neighbor's doors to see what it was like inside their house. If it was the same as mine, then I would just let it go. But if it wasn’t then something was off. On Saturday, 7/20 I opened another claim after we hit 90 degrees in our house. That evening we hit 100 degrees. We were told that another company would contact us with 48 hours. On Sunday, I called the company. They were closed but had their phone roll over to another number. I spoke with someone, they confirmed they would be by on Monday morning. On Monday, she calls back, she can’t see my order. I look at my order online, it shows expired. I call HMS and it was reassigned. What?! After several conversations back and forth the job is then assigned back to the original company…oh and there were no notes in the system as to why…they girl on the phone didn’t know why. The company that came out was great. They did a lot of troubleshooting that the first company didn’t do. (I am not calling out the names of those two companies as this is about HMS) It was determined to be a “defrost switch board” that needed to be replaced. A part that could be picked up from a parts store if HMS would approve it. The company called HMS to order it. I then called HMS to confirm they received the call. We all did this while the company was standing inside my doorway. To confirm that it happened Realtime. YES, it did! Success. The company then went on to another job to allow for it to be authorized. I called HMS 1 hour later to see if they had been authorized. Not yet. And again, an hour later – they showed they were authorized. I called the HVAC company back…they had not received the authorization yet. I called HMS back, they said that the company had to call them. I called the company to tell them to call HVAC, so they did. The company was told that the part was ordered. The company called me back to tell me that they were told the part was ordered but not yet authorized. I called back, they said it was. I did this again for another hour. We then did a three-way call in which the authorization department said they made an error and ordered the wrong part. After they ordered the right part, they then had to wait for authorization again. We then went around again to make sure they were approved to pick it up. After several calls yet again, the company still had not received the email to go pick up the part. Instead, they received an email that they were going to be shipped the part in 8-14 days! So, I called back in, asked to speak to a supervisor. Was placed on hold by Michael…while on hold for 25+ minutes I used my other phone to call in and try to speak to a supervisor again. I spoke with Roxanne who was never going to let me speak to a supervisor. I was extremely frustrated with her, she eventually hung up on me. I called back in, the young lady said she would get me a supervisor and placed me on hold. I had just hit the 35-minute mark with Johana the Case Management Supervisor came on the line. She started out very abrupt and almost rude stating the policy and procedures. Her supervisor is Chris, he is also a supervisor, not a manager. When I asked if she could call the department to send the email to the company to get approval for the part she couldn’t. there was nothing she was willing to do to help or try to help. She wasn’t even nice or friendly knowing that my house is 100 degrees. No empathy, no apology, nothing but “this is the policy, this is how it works, we may have messed up but it will be another 24-48 hours before the ticket will be viewed…etc., etc.” until I said, something like – “that’s fine, this call is also being recorded for quality purposes to be used for news channel 8-9-10 and every other news outlet I can find.” She then placed me on hold to see what she could do to assist. After several minutes on hold, she came back to inform me that the ticket was with the research team and that they were researching the part. The parts store is now closed. I have taken an entire day off work. I will now have to take another day off work, and I am still without AC. My problem is STILL NOT RESOLVED! Do not get HMS Home Warranty Services. It’s a waste of your time. I could have contacted another company by now and had this fixed for less money, less stress, and less hassle. Don’t forget that you pay a deductible for each company plus whatever that company decided to charge you. You pay your monthly/yearly rate and your time off work. They also take something from you each time you call them….a little piece of your dignity when you must talk to someone that doesn’t even have a care in the world about what you are going through. RUN!!! *depending on how this turns out I may update this with the additional pictures and any videos/recordings of my final experience. Or they will be shared with the BBB, Social Media etc. Companies like this should not exist to provide a service to customers.

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